Senior Customer Implementation Specialist, Workstream
$75-110k
+ Equity
2-3 days a week in office (South of Market, CA Menlo Park, CA)
Hourly worker recruitment platform
Open for applications
Hourly worker recruitment platform
201-500 employees
Open for applications
$75-110k
+ Equity
2-3 days a week in office (South of Market, CA Menlo Park, CA)
201-500 employees
Company mission
To help businesses hire faster and smarter, so they can focus on supporting their team and serving their customers.
Role
Who you are
- You love working with customers, and thrive in delighting customers
- A project manager: there are many moving pieces and multiple stakeholders to manage within the customer and Workstream in order to help a customer go live successfully
- Detail oriented
- A good communicator, both verbal and written. Able to explain complex concepts clearly and concisely
- Entrepreneurial, hungry, passionate and tech-savvy
- Someone with a long-term vision of working and growing with a Silicon Valley based technology startup and stay with the team for at least 2 to 4 years
- Empathetic to customer needs
- Customer facing implementation experience: At least three years of experience onboarding new clients for a SaaS company, particularly managing larger, more complex customer implementations. Alternatively, customer facing experience at a PEO, accounting firm, and such where you work directly with customers in HR / payroll capacity is also acceptable
- Payroll experience: Experience with payroll, either in an implementation capacity or in managing payroll in house
- At least basic spreadsheet / database skills, and the ability to quickly learn more
- [Nice to have] Startup experience of 1 to 3 years
- [Nice to have] Analytical skills a plus
What the job involves
- We are looking for a full-time, dedicated, and passionate individual to join our growing team
- This person will be a core member of our customer success team, and will be well-positioned to succeed - the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!
- You will primarily lead new client onboarding for mid/large-sized clients which lasts the first 60 to 90 days
- To do this, you will ideally have empathy for people, can explain concepts clearly and concisely both via email and via video calls, are tech savvy, and have the ability to ask probing questions
- You will be measured on how successful clients get onboarded to Workstream, which is quantified as the activation rate
- Define and maintain the implementation program for our mid and large clients, including timeline, stakeholders and key deliverables (including on the part of the customers), and technical requirements
- Help define, track and achieve key performance indicators for the implementation process
- Own the implementation process for assigned accounts which include: successful implementation and training of the software to drive adoption by new clients
- Setting healthy expectations with clients
- Actively communicating with Account Executives and Customer Success Managers regarding client progress
- Assisting with high severity requests or issue escalations as needed
- Participating in cross-functional groups to establish enhancements to communications, tools and products
- Lead 3 to 4 kickoff calls daily with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs of our software
- Oversee complex process design and setup
- Be an expert in Workstream, so you can guide new users and answer their questions
- Keep track of client activity, notes, and next steps clearly in our success software
- Conduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas and adopt key features
- Leverage feedback for continuous improvement to the onboarding process
- Learn from your assigned clients to build and maintain templates
- Designing programs, both high and low touch, that are meaningful to our customers and help them realize value from their relationship with Workstream
Our take
Recruiting new staff can be a time-consuming process for HR teams; requiring them to source, screen, and communicate with every potential candidate. Whilst the process has been made easier through online job boards, this has only led to larger pools of potential candidates, putting further pressure on the workload of recruiters.
Workstream provides an hourly worker recruitment platform, focused on automating digital communication and application management with candidates to reduce workloads for recruitment teams. The platform also allows users to post open roles to over 25,000 job boards at once, in addition to automating all paperwork workflows.
Whilst the prevalence of smart recruitment platforms will present difficult competition for Workstream, the company shows the potential to disrupt the market with its automated communication, paperwork, and mass job posting capabilities. It continues to launch new products and features - such as its multilingual and customizable AI chatbot - and has raised strong capital to support accelerated expansion and the broadening of product development.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Sep 2022
$60m
SERIES B
Aug 2021
$48m
SERIES B
Total funding: $118m
Company benefits
- Comprehensive medical, dental and vision plans
- Access to a generous number of fully-paid counseling sessions with licensed therapists every year
- Flexible PTO
- Paid parental leave
- Equity options
- Quarterly learning reimbursement that can be used toward continuing education, books, subscriptions and more
Company HQ
SoMa, San Francisco, CA
Leadership
Desmond Lim
(Co-Founder & CEO)Experience as Product Manager for WeChat. CEO and Co-founder of QuikForce from 2014 to 2016.
Max Wang
(Co-Founder & CTO)Experience as Software Engineer for Sinovation Ventures. Co-founder and CTO of VC.CN from 2011 to 2016.
Lei Xu
(Co-Founder)Worked on Revenue Acceleration and Software Engineering for Google from 2012 to 2015. Experience as Co-founder and CTO of Emote.
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